Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this software program on July 2, *********************************************************************************************************** the past that failed. I was assured that the software carried a 30-day customer satisfaction guarantee, I purchased the software and it failed to deliver as promised. Through the program, I requested a refund due to my dissatisfaction. To date, my request has gone unanswered. I emailed Cleverbridge today and requested a refund. Their reply was to a refund request form link. I used the form and got a message that I had to make the request manually; however, the link to customer service only displays possible resolution for problems. There is no email or telephone number under "contact us". My reference No.#: *********

  

  Business Response

  Date: 07/10/2023

  Hi *******,

  Thank you for your feedback. We are happy to assist you with the refund process. I have reached out to you in a separate email that you will receive shortly. I would like to confirm that we have started the refund process with Laplink Software in accordance with their refund policy. Within the next two business days, youll receive an email letting you know the status of your refund request. Please check your email including the junk and spam folders in case any communication lands there. If you have any questions in the meantime please contact our support team at [*********************************************] 

  Thank you!

  -******

  Customer Answer

  Date: 07/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/21/23 Cleverbridge billed me $106.24 - for another company, Gravit Designer Pro Subscription - #********* (invoice id)I was charged and I do not want a subscription to Gravit and cannot locate what it is or how to use it. I looked for their number and have not received communication from them. I contacted Cleverbridge and PayPal about the charge. I also contacted the ************* Attorney General. There should be a way to communicate with Gravit directly but cannot locate a phone number on their website.

  

  Business Response

  Date: 06/23/2023

  Hi *********,

  Thank you for your message. We have reviewed your order based on the details you kindly provided. We can confirm you have been issued a refund as of June 22, 2023. Your funds have been returned to PayPal and an email confirmation has been delivered to you. 

  Thank you! -******

  Customer Answer

  Date: 06/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/16/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My debit card was charge for ***** for some computer software. I didn't authorize this charge and want it credit back to my acct. immediately. I dont know who authorized it but I didn't. I dont even know who you people are and expect my refund to be posted today or I will contact the bbb and let them know about your company. Thank you.

  

  Business Response

  Date: 06/23/2023

  Hi ********,

  Thank you for your feedback. We can see you reached out to our team and you have been issued a refund as of June 16, 2023. We have sent you an email that contained your official credit note. If you don't see it, please check your spam or junk folder if you have one. Just so you know, everything is taken care of on our end, but it can take up to five to seven business days to get the money back in your account.

  Please let us know if you have any question. 

  -******

• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cleverbridge has somehow acquired my financial information and has been charging $99 to my debit cards and possibly even my credit cards (pending verification). I dont know who these people are and I dont know how they got my financial info. Im having to cancel all of my cards now because of these thieves. They need to be prosecuted for identity theft and fraud!

  

  Business Response

  Date: 06/02/2023

  Hi ********,

  We apologize for any inconvenience caused by your recent experience. Cleverbridge handles billing process for many companies. After reviewing your order details, we have determined that you subscribed to Avira in March 2023 for a free trial, following which you were charged $99.99 in May 2023 upon expiration of the trial. If you no longer require the program, we would be happy to assist you with the refund process. To proceed with this, please contact our support team and we will be more than glad to help you with this matter. You can reach out team at:***************************************************;
  
  Thank you for your understanding and let us know if there is anything else you need from us.

  -******

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20131670
  
  I am rejecting this response because: I did NOT subscribe to Avira!!! If I did I certainly would not have given you all of my financial information! You people charged two of my checking accounts, my deceased sons savings account, and my PayPal credit account. I filed fraud complaints in order to get my money back! This needs to be dealt with by cybercrime enforcement because you people are hackers and thieves!

   I hope you all have the day you deserve!
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 06/13/2023

  Hi ********,

  We apologize for any inconvenience you may have experienced. To best assist you in resolving the issue, please contact our support team at [*********************************************].
  
  We understand your frustration and have taken the necessary steps to reach out to Avira on your behalf to request a refund.
  
  Thank you for your patience and understanding.

• Initial Complaint

  Date:04/29/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a protection software called SurfShark, but upon trying it on my computer, I discovered it was not compatible with my system or devices. I immediately went to the information page to request a refund the very next day. I followed the instructions and submitted my refund request by email as instructed. I did not get any follow up or reply for weeks, so I attempted to contact *********, I did get on representative in a chat to tell me that he could not find any record of my account. He said that I must have deleted the account. I did not, I was waiting for the refund as the instructions stated, and understood it may take some time. I again tried to contact *********, but was unable to reach anyone for support. I continued to see the charge in my PayPal account, so I contacted PayPal for assistance. I also attempted to contact Cleverbridge, and at first did not get any response. Once PayPal contacted them, I began to get responses telling me that SurfShark would handle the issue directly, they assured me they would to "everything they could" to assist me. The latest email is telling me that I had passed the 30 day refund policy and there is nothing they can do because SurfShark claims I deleted the account. They seemed to proudly boast that they have the toughest refund policy law in the country. What does that have to do with this situation, other that sounding like they are bragging about thinking they get away with keeping $99.99 while I have no SurfShark account. That was supposed to be for a whole year of protection which I cannot use. I clearly have a charge on my PayPal and no account with SurfShark. What about my protection as a disabled consumer on a fixed income who is out that money and has no product? And now, as I look here on BBB, I see even more reason to feel like I was scammed. I responded to an ad on ******* that was misleading and now I lost out while a big company gets to make money for nothing. I don't understand.

  

  Business Response

  Date: 05/03/2023

  Hi ********,

  Thank you for reaching out to our support team regarding your refund request. We did receive all of your requests and our team replied promptly and most recently on April 30th. We contacted the Surfshark on your behalf and requested an exception to their refund policy. Unfortunately, they have declined our request.
  
  We understand that this may be disappointing, but we want to assure you that we are here to assist you in any way we can. Please let ** know if you have any further questions or concerns.

  -******

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19999066
  
  I am rejecting this response because:
  This clearly shows that SurfShark is unwilling to admit any wrongdoing and make an exception andCleverbridge, who withdrew the charge is also not willing to make an exception for this case. They are not even willing to reinstate the account for which they charged me for a product I dont have. 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 05/09/2023

  Dear ********,

  I would like to apologize for any inconvenience or frustration caused. I would like to clarify that our company is responsible for processing orders and payments, however, decisions regarding refunds for products are made by the respective companies, in this case, Surfshark and must follow their refund policy. Their refund policy can be found at: *********************************************************************************.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19999066
  
  I am rejecting this response because: as has been stated several times, I requested a refund the very day after trying the product and finding that it wasnt a fit for my computer system. It was not my responsibility that my account got deleted because I did not delete it. These companies still got the money for the services that were not provided to me. Clever bridge is the one who built for the Services, surf shark keeps passing the buck to clever bridge and clever bridge keeps passing the buck to surf shark. If this is their strategy its just more obvious that its a scam.I have not received a refund and I have no product available to me. Again, this company is taking advantage of people.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/23/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 years ago I subscribed to Surfshark. I used that service for a year then decided not to renew. I cancelled my subscription. Creditbridge did not bill me for the 2022 year. Today 04/23/2023, Creditbridge submitted an invoice to my PayPal a/c in the amount of $71.74 and PayPal paid it. I have tried to fight via PayPal without success so have closed that A/C. For a company supposedly involved in cyber security I find this act uncontainable. I require the immediate refund of that money together with assurance that I will not be bothered again.

  

  Business Response

  Date: 05/01/2023

  Hi *******,

  I am delighted to inform you that your refund has been processed and completed successfully on April 24, 2023. A system-generated email with your official credit note has been sent to you separately. If it has not reached your inbox yet, please check your spam or junk folder.
  
  Please note that we have taken care of everything on our end, but it may take up to five to seven business days for the funds to be credited back to your account.
  
  Feel free to reach out to us if you require any further assistance.

  -******

  Customer Answer

  Date: 05/03/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely, thank you for your help.
  
  ***************************

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cleverbridge falsely billed my PayPal for a transaction that never occurred. They never provided a billing statement and they have no customer support system for assistance with false charges from their system. I confirmed on their website that they do not offer any of the services they claim to offer over the phone and they have taken down their customer support line and page.

  

  Business Response

  Date: 04/25/2023

  ***************,

  I am sorry for any frustration. I have reviewed the information you have kindly provided. I was able to locate the charge for $31.75 made via PayPal. We are happy to get this resolved directly with you and ask that you contact our team at: ********************************************* to to ensure we have all the correct details to start the cancellation process for you. 

  Thank you!

  ******

• Initial Complaint

  Date:04/15/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a NitroPro user since 2015. ** Dec 2019, I received a marketing offer to purchase the upgrade license to Nitro Sign, which I immediately did. The verbiage on the NitroSign purchase receipt states: "Nitro Productivity Suite - Upgrade The Nitro Pro you know and love, plus unlimited eSignatures and online PDF productivity with Nitro Cloud, now available in one solution." I have never used the NitroSign feature until I attempted to on Dec 22, 2022. By that time, Cleverbridge had turned this feature into an annual subscription. I purchased a single license use, just like my NitroPro PDF license. On January 9, 2023, I received confirmation that the NitroSign feature had been restored to my account. On January 17, 2023, I received this message: "Our Product team is still evaluating the future of Nitro Sign. For now, your Nitro Sign license is valid and you are welcome to use the service." On April 14, 2023, I needed to have a document signed by a customer of mine and yet again, the Nitro Sign feature IS NOT tied to my account or license for Nitro Pro. After spending hours trying to send a trouble ticket through the company's website, I can't get one through. I have had it. This company needs to: 1. Honor the original license purchased and give me what I paid for. I have followed all of their instructions, uninstalling, reinstalling, deactivating, and reactivating. I am out of activations. I JUST NEED THIS SOFTWARE PACKAGE TO WORK, AND WORK NOW AND FOREVER AS LONG AS I OWN THIS LICENSE!A second issue with this company, is when logging into their system to try and use this service, their website ALWAYS ASKS ME FOR A BUSINESS EMAIL address. I have used Hotmail as my business email for the last 15 years. I DO NOT WANT TO REGISTER any other email address to my account. My coworker who I referred to ******** and NitroSign is using his corporate email address and has no issues with using the NitroSign feature. Cleverbridge needs to fix this issue.

  

  Business Response

  Date: 04/21/2023

  Hi *******,

  We apologize for the difficulties you have encountered with your Nitro Pro software. Nitro's technical support experts are the most competent team to resolve your issue. We are delighted to escalate the issue to their team on your behalf, but we would kindly request that you contact ** through our support center so that we can proceed with the necessary actions. Our support can be reached at: ***************************************************;

  Thank you!

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19940387
  
  I am rejecting this response because: this is at least the second time I have worked with Cleverbridge tech support to resolve this issue. They only "fix" the issue temporarily and then I have to go through this insanely time consuming process that takes weeks and months to get the product I paid for to work. I want to keep this BBB case open until they resolve this once and for all.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 05/01/2023

  Hi *******,

  We do apologize for any inconvenience. I am writing to help with understanding that our company does not offer technical support services for this product. However, we did see in our records that ********** your message to the correct team with Nitro Software to best assist you with any issues you may be experiencing.
  
  Please let ** know if there is anything else we can assist you with.

  ******

• Initial Complaint

  Date:04/06/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Cannot reactivate software Purchased on 3/24/23 RE: ********* Price: ****** Email correspondence with no help

  

  Business Response

  Date: 04/21/2023

  Hi *****,

  We would like to follow up regarding your technical issue that you have reported to our support team on March 27th. We would like to kindly inform you that we have replied to your message to ensure that all information is answered in one place. We apologize for any inconvenience this may have caused you, and we are more than willing to assist you in the best way we can. However after reviewing your concern, we suggest that the most appropriate course of action is to contact the software maker, 3DS for proper assistance. Please reply to our message that you should receive shortly with any  further questions concerning your DraftSight activation challenges.

  Thank you.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19903305
  
  I am rejecting this response because:
   This is not resolved at this point.  I have received two responses letting me know I would be receiving a call helping me resolve this issue.  To date I have not had that call.
   
  I have included the latest email thread for your use.  I am absolutely frustrated.  I have had their software for a few years and this seems to be the norm..
   
  Thanks
   
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 2023 An unaurherized charge to a pay pall account that was cancelled last year for the same auto renew fraud Paypal and cleaverbridge were both informed last year their permissiion to auto charge were denied and the charges appeared again this yeat TECH THEFT BECAUSE THEY CAN

  

  Business Response

  Date: 04/12/2023

  Hi ****,

  We are happy to assist you with your request. We have located your order for CCleaner Professional which was setup on an automatic renewal and charged on February 13, 2023. We have taken the steps to request a refund on your behalf with the software maker, Piriform. You will receive and email within the next 2-3 business days regarding your request. If you for any reason do not receive a message please check your junk or spam and reach out to us via our help center and we are glad to follow up on the refund. Our *********** details are: *********************************************.